Adoption Customer Service Coordinator

FLSA: Non-Exempt (hourly) REVISED: 02/26/2025

REPORTS TO: Adoption Manager

SUPERVISES: None

Position Summary:

The Adoption Customer Service Coordinator is responsible for ensuring an exceptional customer service experience throughout the adoption process. This role provides administrative and operational support to the Adoptions Manager while also acting as a key liaison between internal teams, volunteers, and the community. The Coordinator will oversee customer interactions, assist with the planning and execution of adoption events, and help improve the adoption experience for both adopters and animals. Additionally, the role focuses on building strong relationships with external stakeholders, responding to inquiries, and coordinating post-adoption follow-up to ensure satisfaction. This position is crucial in fostering a positive, compassionate environment that reflects the mission and values of The Animal Foundation.

Essential Duties and Responsibilities:

• Provide executive-level administrative support to the Adoptions Manager, including scheduling, email management, correspondence, and report preparation.

• Serve as the primary liaison between the Adoptions Department and other internal teams (Events, Volunteers, etc.), ensuring effective communication and collaboration.

• Plan, organize, and coordinate on-site and off-site adoption events, including booking venues, preparing materials, arranging transportation, and collaborating with the Volunteer team for event logistics.

• Coordinate transportation of animals to offsite adoption events, including driving TAF vehicles as needed.

• Proactively plan and coordinate pre- and post-adoption activities, including working with volunteers to establish post-adoption callback support and coordination with customer service programs (e.g., PetCamedy).

• Develop strategies with the KEPPT team members to provide resources at the time of adoption and/or post-adoption.

• Continually evaluate and implement improvements to programs that increase positive animal placements.

• Build strong, positive relationships in the community based on trust, respect, and care for both animals and people.

• Contribute to the efficiency and effectiveness of the organization by offering suggestions and participating as an active member of a work team.

• Works closely with the Customer Service Greeters to improve and develop efficient customer service functions.

• Maintain up-to-date records and ensure the efficient flow of information within the department.

• Track and analyze data related to adoption events, providing insights for continuous improvements.

• Assist with the development and implementation of strategies to improve the adoption process.

• Write, administer, and maintain department policies and procedures related to customer service.

• Handle various departmental communications, including responding to inquiries from external stakeholders and patrons, ensuring a positive public image for the Adoptions Department.

• Complete FTA and Ambassador Adoptions as needed.

• Facilitate VIP and “other” adoptions, continuously monitoring and improving the process for VIP adoptions and building processes for "other" adoption types.

• Provide responsive, meaningful, timely, and compassionate service to all internal and external guests as outlined in the organization’s Guest Service Charter.

• Applies the principles of The Animal Foundation’s Core Values toward the goal of bettering self, the organization, and others.

• Other duties as assigned.

Education and Experience Requirements:

• Equivalent to a high school diploma/GED.

• Two (2) years of experience in an administrative, customer service, or event coordination role.

• Previous experience in animal welfare, adoption processes, or volunteer coordination is a plus.

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Required Knowledge and Skills:

• Knowledge of general administrative and office management practices.

• Familiarity with event planning and coordination, including logistics and vendor management.

• Strong communication skills, both written and verbal, for effective interaction with internal teams and external partners.

• Strong organizational and time-management skills, with the ability to prioritize tasks and manage multiple deadlines.

• Ability to maintain confidentiality and professionalism in all communications.

• Proficiency in office software (e.g., Microsoft Office Suite, Google Workspace).

• Ability to work independently, as well as collaboratively in a team environment.

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License & Certification Requirements:

• Incumbent must be at least 21 years of age and possess and maintain a valid Class C Nevada Driver License. Incumbents under age 25 must possess and maintain a clean driving record, and be licensed for at least three years prior. Those over age 25 must possess and maintain a safe driving record that will allow for acceptable insurance risk to the Foundation.

Working Conditions and Physical Effort:

Physical ability and mobility to work in a typical office environment. Strength to lift and/or move materials weighing up to 10 pounds frequently, 25 pounds occasionally. Vision to read printed materials. Stamina to sit and work with a computer for an extended period of time. Hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Team Members are continuously exposed to animals, animal waste, cleaning chemicals, high noise and potentially hazardous conditions, including the risk of animal bites and occasional work outdoors for extended periods of time while exposed to cold and extremely hot temperatures.

All Team Members work in a culture of continuous improvement and are expected to support our mission. Team Members must be able to clearly articulate our goals, actively participate in outstanding guest service, and accept responsibility for maintaining our culture of philanthropy.

This job description is intended to describe the general nature and level of work expected of this position. This description is not intended to be construed as an exhaustive listing or description of all responsibilities, duties, and skills required of incumbents in the job.